亞太顧客服務協會主席

Topic: Leadership in Change and Crisis Management with CRE Best Practices & CSQS Strategy

朱先生为亚太顾客服务协会创办人及主席，朱主席致力于推广优质顾客关系服务于亚太区。引入美国和澳洲的国际客服标准，以新的概念进行了一系列的顾客服务研究，包括亚太区客服中心及顾客关系管理基准调查，顾客满意度及期望的研究，以及网上调查研究消费者对成功网上银行、证卷交易、网上购物服务的满意度。

朱先生是客服管理产业的先驱，多年来与美国、澳洲、中国及其他国际顾客服务相关组织，推动建立全面国际认证课程，以推动客服中心及顾客服务业内从业人士的专业资格及发展，包括顾客关系管理总监证书课程，客服中心资深经理证书课程，客服中心专业人员证书课程等。

毕业于美国加州柏克莱大学(University of California, Berkeley)工业工程及营运研究系学士及硕士，朱先生现担任美国加州大学校友会主席、香港科技大学客席讲师，经常获邀担任国际会议演讲嘉宾关于顾客关系管理及客服中心策略管理培训。
 

杨光先生

信和置业有限公司执行董事

Topic: Facing the Challenges: Service Quality + Customers' Expectations
 
杨光先生为信和置业有限公司执行董事。杨先生持有法律及建筑学位并为注册建筑师，非执业大律师及英国特许仲裁学会资深会员。杨先生现时主管信和集团之物业管理部门「信和管业优势」，旗下的员工人数达六千五百，并由四个主要业务组成，包括信和物业管理有限公司、信和护卫有限公司、信和停车场管理有限公司及恒毅清洁服务有限公司，提供全面的物业管理服务。杨先生获RFP杂志颁发2007年环保贡献项目之出色个人成就奖。
 

陳碧華女士

八達通控股有限公司行政總裁

Topic: Octopus Rewards- Bringing Convenience and Benefits to Merchants and Consumers

Prudence Chan was appointed by the Board of Octopus Holdings Limited as its Chief Executive Officer in November 2006.

Ms. Chan joined the Octopus group from Visa International where she had served as Country Manager, Hong Kong and Macau. She was responsible for overseeing Visa’s strategic development in Hong Kong and Macau, with the aim of further enhancing Visa’s continuing growth and leadership position in these markets.

Ms. Chan has more than 13 years of experience in the telecommunications industry, having held senior positions in sales and marketing as well as business development. At HKC International, she was the Director of Business Development with responsibility for developing and driving the company’s strategy towards becoming a mobile virtual network operator. Prior to that, Ms. Chan was Chief Operating Officer at Smartone Telecommunications Holdings Limited where she oversaw and supervised all aspects of customer interface. For over 10 years, Ms. Chan had held management positions at Hong Kong Telecom (now PCCW). Her last position was Director of Sales and Marketing Operation for mobile services.

Launched in 1997, Hong Kong’s Octopus is one of the world’s leading and most extensive smartcard payment systems, with over 50,000 readers being used by more than 2,000 service providers across different businesses including transport, parking, retail, vending and kiosks, schools, leisure facilities and access control for residential and commercial buildings. Merchants and Octopus holders embrace Octopus for both its simplicity and its convenience. Today, over 19 million Octopus cards and products are in circulation, and the system handles over 10 million transactions a day, with transaction value exceeding HK$85 million.

Internationally, Octopus has been exporting its unique experience and technology as well as offering consultancy services to clients from different parts of the world. In 2003, Octopus was awarded a contract by the Netherlands to implement a nationwide automatic fare collection system. In 2007, Octopus was awarded a tender to develop and implement a contactless smartcard payment system for the Road and Transport Authority in Dubai. Modelled on Hong Kong’s Octopus, the new system will be a common payment platform for multiple public transport services.

 

苗乐文先生

海洋公园行政总裁

Topic: Impacting the Total Guest Experience

Tom Mehrmann is the Chief Executive Officer of Ocean Park Corporation, Hong Kong’s sea-life and animal theme park hosting over 4 million visitors annually.

Mr Mehrmann started his career in the theme park industry at Knott’s Berry Farm in the United States as a park service attendant in 1977. From there, he spent the next 21 years working through the ranks eventually becoming Vice President of Park Operations and Entertainment.

In 1998, he joined Six Flags Marine World as Vice President and General Manager, and later accepted an appointment as VP and GM of Warner Brothers Movie World in Madrid when the park was taken over by Six Flags in 2000. He had the responsibility for the design, development and construction of the US$380 million Madrid Movie World, which opened in April 2002 with revenues of US$71 million a year.

Since joining Ocean Park in 2004, he has directed the activities of the park to achieve 4 successive years of the highest attendance, revenue and surpluses in the company history, while leading the effort of defining the Concept Master Plan for the future of Ocean Park. The Concept Master Plan received government approval to proceed in December 2005 and syndicated loan financing of HK$5.5 billion was secured in 2006. Ground breaking began in 2006 and the project is estimated to be complete in 2012. Highlighting the growth and evolution of Ocean Park under Mr. Mehrmann’s direction, Forbes.com in 2006 named the park as one of the 10 most popular theme parks in the world based on annual attendance of over 5.0 million guests.

Mr. Mehrmann is serving under the following organizations:

• Advisory Committee Member of the School of Hotel & Tourism Management, Hong Kong Polytechnic University

• Advisory Committee Member of the Hotel & Tourism Management, The Chinese University of Hong Kong

• Committee Member of the Hong Kong General Chamber of Commerce, Hong Kong Coalition of Service Industries, Travel/Tourism Committee

• Member of the Hong Kong Employer Federation of Hong Kong

• Member of the American Chamber of Commerce

• Member of the Tourism Orientation Programme Advisory Committee, Hong Kong Tourism Board

• Sector/Subject Specialist for the Hong Kong Council for Academic Accreditation

A graduate of California State University, Fullerton, Tom Mehrmann holds a Bachelor of Science Degree in Psychology. He also completed the Advanced Courses (IAAPA*) in Theme Park Management at Cornell University, Ithaca, New York.
 

歐嘉碧小姐

商界環保協會企業可持續發展總監

Topic: International Corporate Social Responsibility to Achieve Global Environmental Excellence

Ms Oetterli heads BEC's corporate sustainability team and programs. She is an experienced corporate sustainability consultant with over 9 years experience in helping companies to achieve sustainable corporate solutions in the areas of strategic management, sustainability management systems, stakeholder dialogue, carbon footprinting and corporate sustainability performance measurement, reporting, training and communication. Recent clients include Hong Kong Exchanges and Clearing, HSBC, Swire & Sons, Swire Properties, Hong Kong Land, Gammon Construction, Jebsen & Co, Hong Yip and Pacific Andes.

Ms. Oetterli received her Master of Science degree with Distinction in Integrated Environmental Studies and Bachelor of Science degree (Hons) in Marine Sciences from the University of Southampton, UK. She also holds an Executive Master Business Engineer from the Berne University of Applied Science in Switzerland. 
 

陈伟基先生
 
香港和记环球电讯运作及服务管理总经理及KMDC主席

Topic: Advances in Knowledge Management Development

Mr. Eric Chan obtained his Engineering degree from University of London, UK and his MBA degree with distinction from Manchester Business School, UK. His dissertation was on “Strategic Marketing in the deregulating telecommunication industry”. Chan also completed a Senior International Executive program from INSEAD French Business School. Chan is a chartered marketer and a chartered engineer.

Mr. Eric Chan is currently General Manager, Business Development and Planning of Hutchison Telecom, one of the leading Fixed & Mobile Operator and a wholly own subsidiary of Hutchison Whampoa Group. He oversees Business Strategic Planning, Partnership & Alliance development and leads a team to develop new telecommunication products and new business streams such as ICT solutions and other Value Added Services for the company. Chan is a veteran in the telecommunications industry with over twenty years of experience in Engineering, Marketing, Product Management, Business Development and Consultancy. Chan was instrumental in many network service developments in Hong Kong and has masterminded a wide range of strategic projects including trading network and industry-wide platform. Before joining Hutchison Telecom, Mr. Chan held various management positions in the IT & telecom industry, including Vice President of Data and Broadband Services, VP of Pre-sales Consultancy and Bid Management at PCCW.

Mr. Chan is a frequent speaker at international conferences such as Asian IT Expo, ASEAN K-Economy Conference in Brunei, KM Asia Showcase 2002, KM Symposium 2004, Microsoft TechEd and Broadband World Forum in Beijing, etc.. Mr. Chan is a founding member and current Vice Chairman of KMDC, a non-profit learned society to promote knowledge management practice in HK. Chan helped pioneer KM projects for a number of companies as early as 1998, including winning the Asian MAKE award for a fixed line operator. He is a full member of The Institution of Engineering and Technology (IET, former IEE), Hong Kong Institution of Engineers (HKIE) and The Chartered Institute of Marketing. For public services, Mr. Chan serves in the Family First Foundation, a charity organization promoting family values and parenting education, as executive steering committee member. Chan also serves in a number of Advisory Committees in Public Council and Universities.
 

黄国全教授

香港大学工业及制造业工程系

Topic: Innovation on Product Service System

Dr George Q. Huang is a Professor in Department of Industrial and Manufacturing Systems Engineering, The University of Hong Kong. He gained his BEng and PhD in Mechanical Engineering from Southeast University (China) and Cardiff University (UK) respectively. He has conducted research projects in areas of Collaborative Product Service System Development, Real-Time Manufacturing and Logistics Management with substantial government and private grants. He has published over 250 refereed articles in journals and conferences in addition to two monographs and two edited reference books. He serves as associate editors and editorial members for several international journals. He is a Chartered Engineer (CEng), a member of HKLA (HK), IEE(UK), HKIE(HK), ASME(USA), and IIE(USA).

林超英先生

前香港天文台台长

Topic: Living up to Customer Expectation through Continuous Innovations

林超英先生是香港天文台台长(2003-2009)，享誉国际，曾任联合国世界气象组织亚洲区域协会副主席五年。他亦是香港气象学会会长。

林先生以其对工作和生活的平衡、气候变化和简朴生活的坦率发言知名。在其台长任内，香港天文台采取开放共融的态度与各界持份者广泛沟通，响应用户期望及启动一系列的新措施，为香港天文台建立了正面的机构形象，并赢得多个管理、服务信息科技应用的奖项。
 

Aaron Tan Dani, Chairman APAC,

International Association of Software Architects and Founder, Independent Software Architects Council, Malaysia

Topic: Leading to Customer Service Excellence through Advanced Software Application

Aaron Tan Dani has a strong passion in the IT Architecture related field as he believes that only with proper understanding and implementation of the IT Architecture blueprint that IT will bring maximum values to the business. With this passion, he has been actively involved as a co-founder and the Chairman of International Association of Software Architects (IASA) Asia Pacific since 2004 and was actively involved in setting up and leading IASA Chapter across Asia Pacific countries. Aaron is well connected with the industry leaders and government bodies in the respective APAC countries.

With a unique combination of expertise in business, technology, culture and politics, he has more than 16 years experience in start-up companies, MNCs, government, ISV, manufacturing, logistics, transportation, consulting, FMCG, FSI and setting up of NGO bodies like ISAC-M and IASA in various countries and involved in various IT projects and roles across Asia Pacific, the US and UK. Aaron is also an active and frequent public speaker in various Industry Conferences; Seminars & Workshops presenting various IT & Business related topics across Asia Pacific regions. 

Aaron was previously working as a Director of Financial Services Platform Strategy with Microsoft for more than 6 years and prior to that he was a Regional Chief Architect with one of UK’s leading IT and business strategy consulting firms based in Singapore. He holds a Master of Technology from the National University of Singapore and a Bachelor of Computer and Mathematical Sciences from the University of Western Australia.
 

杨伟雄先生

香港数码港管理有限公司行政总裁

Topic: Building the Service Innovation Leadership Vital to Hong Kong in the Economic Crisis

杨伟雄于2003年10月加入香港数码港管理有限公司为行政总裁。香港数码港管理有限公司是香港特区政府全资拥有的私人公司。杨先生负责香港数码港项目在发展、管理及市场推广等方面的工作，并为公司制定长期策略。

杨先生在高科技业的销售、市场推广、策略制定及顾问、技术发展与企业管理方面有超过二十九年的经验。1978年他加入美国Intel Corporation任职高级工程师，设计新一代的个人计算机芯片，展开个人事业的第一页；于美国史丹福商学院毕业后，杨先生曾在Bain & Company任职策略管理顾问。1983年，杨先生离开美国回到香港，在上市公司蚬壳电器工业(集团)有限公司工作十六年，曾出任该公司的执行董事及集团副董事总经理，负责投资、设立及管理多个有关基建与科技的企业。1999年，杨先生在跨国公司JDS Uniphase Corporation担任亚洲区策略计划、销售及市场推广副总裁，专注于光纤通讯产品。2002年，杨先生出任多个知名创业投资公司的高级顾问及董事。

杨先生获得美国加州理工学院所颁发之电机工程及应用数学的学士学位，及其后在美国史丹福大学获得电机工程硕士学位及工商管理硕士学位。 

杨伟雄出生于台湾，来香港定居及发展个人事业超过二十五年，为香港永久居民。
 

何伟中先生

CPCNet Hong Kong Limited行政总裁

Mr. Stephen Ho is the CEO of CPCNet and he joined the Company in March 2002. Prior to joining the Company, Mr. Ho held senior positions at Cable and Wireless Systems Limited, Hongkong Telecom CSL Limited, Hong Kong Telecom Limited and iAdvantage Limited. 

Mr. Ho carries with him more than 20 years of extensive industry experience. He was the Project Director for numerous important telecommunication projects on public transportation in both Hong Kong and Taiwan. His experience spans marketing and sales of telecommunications products and services, logistics and strategic purchasing management, operations and technical management for the Hongkong Telecom engineering support unit at the Hong Kong Kai Tak International Airport and other Hong Kong Government facilities. Mr. Ho also led Hongkong Telecom’s regional market development in mainland China, Taiwan, Singapore, Korea and Japan in the early ‘90s. He is a founder of two Internet Data Centres, iAdvantage (1999) and Sky Datamann (2000). 

Mr. Ho’s excellence leadership talent was acknowledged by his winning of the APCSC’s “CEO of the Year 2007”. This is a remarkable recognition to his continuous effort on driving CPCNet to success.  

Mr. Ho holds an Honor Bachelor Degree in Electrical Engineering specializing in digital communications from McGill University of Canada.
 

黄焕强先生

CPCNet Hong Kong Limited客户服务及支持高级副总裁

Topic: Provide Trust and Confidence to Customers with Integrated Proactive Service in China

Presentation Outline:
1. Overview of customers' needs in China nowadays
2. Reasons to provide integrated proactive service
3. CPCNet's approach to provide integrated proactive service
4. How can our services help customers and satisfy their needs

Mr. Jason Wong joined CPCNet in Nov 2006 as Vice President, Customer Services and Support and was appointed as Senior Vice President, Customer Services & Support in Nov 2008. He is responsible for formulating and implementing customer services operational strategies and delivering world class and professional customer services. Prior to joining CPCNet, Mr. Wong worked for Nokia Mobile Phones for 15 years in Hong Kong SAR and China. He held various management positions in Sales, Customers Support and Technical Services covering Hong Kong SAR, China as well as the Asia Pacific region.

Mr. Wong graduated from the Hong Kong Polytechnic in Marine Electronics. He also holds a Bachelor Degree in Law (LLB) from the University of Wolverhampton, a Master Degree in Financial Management from the University of London and a MBA from the University of Warwick.
 

肖智勇先生

中国银联客户服务中心主任

Topic: 《客户服务中心的人员发展》

Presentation Outline:
1. 问题的提出: 为什么选择离开?
2. 问题解决思路: 怎样提高员工满意度
3. 我的的实践: 快乐工作，健康生活

肖智勇先生，北京大学硕士研究生毕业，现任中国银联客户服务中心主任。曾在政府机关与商业银行任职，此前为中国银联人力资源部助理总经理，在员工管理与人员发展等领域具有深厚的理论基础与丰富的实践经验。

Mr. Olivier Njamfa

英國Eptica主席及行政總裁

Topic: Multi-channel Customer Service – strategies for maximizing cost efficiency and revenue performance

Presentation Outline:
1. Learn how to exploit the three magic ingredients of successful multi-channel customer service: fully integrated, intelligent and self-learning.
2. Using best practice case studies from leading international organizations, this presentation will explain how to:
    - Recover headcount wasted through inefficient workflow and processes
    - Exceed customer expectations for service availability and performance
    - Treat every online enquiry as a potential sale that needs to be handled accurately and fast
    - Gain visibility of all inbound enquiries, agent utilisation and how effectively agents are responding
    - Optimise the efficiency of each customer service channel both to improve customer experience and cut costs
    - Benefit from intelligent customer interaction software that learns from customer and agent interactions how best to answer
      customer enquiries
3. Find out how to achieve all this and use multi-language customer service as a competitive differentiator to better serve
    customers at home and internationally

许国鸿先生

万科企业股份有限公司集团副总裁

物业事业部总经理

Topic: Property Development and Estate Management Customer Segmentation and Loyalty Strategy in China

 

工作职责

许国鸿先生在加入万科集团前，　担任仲量联行公司的亚洲区董事，统筹中国物业管理, 设备设施管理, 资产管理, 也是中国、香港和台湾地区的设备设施主管。在此，许先生负责监管各个物业及公司员工的管理工作、企业设施的运作计划，制订策略及营运计划，维护客户关系，拓展新的业务发展等工作。

相关经验

许国鸿先生自1983年从事物业管理和设备设施管理，综合性物业管理经验丰富，涉足香港、广州、上海、昆明和北京的零售业、商业和工业部，担任中国管理区的总经理，曾就职于国际性房地产顾问公司，以及香港上市彩星房地产集团公司,管理物业发展及管理部门的工作，担任副总裁及项目董事一职。他一直致力于项目研发、管理，大厦管理和租务业务。

许先生的工作经验丰富，项目的管理、战略经营计划和设备设施的维护，能源审计等。

教育程度

许先生已经取得英国Reading大学皇家房产管理学院房地产专业学习并获得硕士学位，目前已完成华北政法大学商业法律硕士学位。他毕业于澳大利亚中昆士蓝大学建筑工程学系，及后考入澳大利亚天主教大学及澳大利亚史温宾里科技大学研究院，并完成行政管理文凭及建筑测量课程。许先生现为国际认可设施管理经理及皇家建筑及营造师，并为澳大利亚建筑测量师学会（AIBS）、澳大利亚皇家建筑测量师学会（AIB）、英国皇家营造学会（CIOB），美国注册设备设施经理(CFM), 美国项目经理学会及国际设施管理学会(IFMA)会员。

许先生从2006起担任中国商业联盟及步行街协会专家，　并受聘为北京联合大学客座教授和城市大学客席讲师。

赵善伟先生

香港Informatica总经理

Topic: The Power of the Platform - How a Data Integration Platform Can Help IT Organizations Lower Costs, Improve Efficiency, and Deliver Greater Value to the Business

余凯歌先生

埃森哲大中华区管理咨询业务合伙人

Topic: Using the Consumer Experience for Competitive Advantage in Uncertain Times

Roger Yu is a Partner in Accenture's Management Consulting practice in Greater China. With 15 years of experience in business consulting and strategic IT advisory, Roger has been focused on projects related to regional operating model, customer acquisition & retention, merger & acquisition, performance management, core system replacement, etc..  He has assisted many leading companies, especially financial services institutions, in Hong Kong, Taiwan and Mainland China to plan & manage business transformation programmes to become high performance businesses.

施家殷先生

凯达环球董事总经理

Topic: Why Cry Crisis?

李世贤先生

执行董事

Topic: Creating Ultimate Customer Experience

亞太顧客服務協會主席

Topic: Building the Foundation for a Service Brand Company: Learning from the Winners!

朱先生為亞太顧客服務協會創辦人及主席，朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準，以新的概念進行了一系列的顧客服務研究，包括亞太區客服中心及顧客關係管理基準調查，顧客滿意度及期望的研究，以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。

朱先生是客服管理產業的先驅，多年來與美國、澳洲、中國及其他國際顧客服務相關組織，推動建立全面國際認證課程，以推動客服中心及顧客服務業內從業人士的專業資格及發展，包括顧客關係管理總監證書課程，客服中心資深經理證書課程，客服中心專業人員證書課程等。

畢業於美國加州柏克萊大學(University of California, Berkeley)工業工程及營運研究系學士及碩士，朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師，經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。
 

Mr. Tatsumi Yamashita, CEO,
HDI-Japan(Help Desk Institute Japan)
Topic: Ask Your Customer How to Improve Your Service Center

Tatsumi Yamashita has 20 years support industry experience and has developed several help desks and support centers throughout Japan. In 1999, he became the first Japanese HDI intern and has since studied advanced support principles in the U.S. that could be applied toward the advancement of Japanese support environments. He finally established HDI-Japan in 2001 based on the strong demand of Japanese support service industries and he is working as CEO of HDI-Japan with many HDI members and partners in Japan now.

Mr. Chan joined AIG in 1998 and is now the Regional Vice President in the Call Center Operations. Prior to joinging AIG, he was the Head of Call Center Operations of Hong Kong Telecom, Customer Service Manager of Chevalier (Telepoint) Ltd and Productivity Consultant of Alexander Proudfoot Group. Mr. Chan received his Degree of Bachelor of Social Science from The Chinese University of Hong Kong. He is also a Fellow of Life Management Institute (FLMI) and Associate of Customer Service (ACS).

Victor Mok is the Head of Greater China Region, DHL Global Forwarding, responsible for the management and development of its operations in Mainland China, Hong Kong, and Taiwan.

Mr Mok has had over 20 years of experience in the aviation, freight forwarding and logistics industries. He had been working in Cathay Pacific Airways for 9 years before joining Expeditors International as Director, International Sales for Central Pacific Region. Mr Mok subsequently joined Exel (DHL) in 1997, and was appointed to his current position in January 2006.

Mr Mok was the Chairman of the Hong Kong Association of Freight Forwarding and Logistics Limited (HAFFA) between 2002 -2005, and was appointed as official member of the Hong Kong Logistics Development Council, HKSAR Government between 2003 –2005.

Mr Mok is a Chartered Fellow member of the Chartered Institute of Logistics and Transport and was elected as the Vice President of the Institute between 2004 and 2005. He is currently appointed by the HK Government as a member of Hong Kong Committee for Pacific Economic Cooperation.

Mr Mok holds a Bachelor Degree in Economics & Business Management and a Master Degree in Transport Studies from University of Hong Kong. He also obtained his MBA from Richard Ivey School of Business, University of Western Ontario, Canada.

Kapil joined Dialog Telekom Group in December 2007 as Head of Group Service Delivery and Front‐Line Customer Services after completing over 9 years of service domain experience from India. He has worked extensively on assignments in Contact Centre and Service Delivery for Telecommunication companies like Tata Indicom & Idea Cellular ltd. He has been responsible for overseeing the set up & management of end to end service delivery activities from Customer Care to Complaint Management through start up, migration and outsourcing stages.

Revenue Generation through Service Delivery channels has been one of his key accomplishments within telecom Service domain. He has also led BPO operations for I Call US as Manager Business Development & Finance with responsibility of managing profitability for a centre having an entire portfolio of Outsourcing Clients from US, UK & Germany.

Kapil is a post graduate in Finance & Marketing from The Institute of Management and Technology in Ghaziabad, India.

Mr. WF Yuk,
Assistant Director, Efficiency Unit, HKSAR Government
Topic: Promoting Regulatory Efficiency Through Service Excellency

Mr. Yuk joined the Hong Kong Government in 1978 and is now an Assistant Director in the Efficiency Unit. He has been involved in many initiatives aiming to improve the delivery of public services. He has been the key member in the development and implementation of the Hongkong Post Public Key Infrastructure and the '1823' Citizen Easy Link of the Efficiency Unit. He is currently driving the Electronic Record Keeping System Pilot Project and the “Be the Smart Regulator” Programme.

崔耕博士
香港岭南大学市场与国际企业学系教授
Topic: Data Mining for Optimizing and Improving CRM: Implications for China Consumer Market

崔耕博士, 现任香港岭南大学市场与国际企业学系教授，在2000年加盟香港岭南大学前, 他任教于美国两所大学。崔耕曾求学于北京大学(学士)， 美国康奈尔大学(硕士)，及康乃狄克州立大学(博士)。 他的研究课题包括中国消费市场及营销策略，外商直接投资的策略与业绩，及数据采据与优化在营销上的应用。 他的研究成果曾发表在许多同行审评的国际学术刊物，其中包括管理科学，国际商学学报, 及国际营销学报。 他曾为数家本地及海外机构提供有关中国商业及市场策略的顾问服务。

Tom Mehrmann is the Chief Executive of Ocean Park Corporation, Hong Kong’s sea-life and animal theme park hosting over 4 million visitors annually.

Mr Mehrmann started his career in the theme park industry at Knott’s Berry Farm in the United States as a park service attendant in 1977. From there, he spent the next 21 years working through the ranks eventually becoming Vice President of Park Operations and Entertainment.

In 1998, he joined Six Flags Marine World as Vice President and General Manager, and later accepted an appointment as VP and GM of Warner Brothers Movie World in Madrid when the park was taken over by Six Flags in 2000. He had the responsibility for the design, development and construction of the US$380 million Madrid Movie World, which opened in April 2002 with revenues of US$71 million a year.

Since joining Ocean Park in 2004, he has directed the activities of the park to achieve 4 successive years of the highest attendance, revenue and surpluses in the company history, while leading the effort of defining the Concept Master Plan for the future of Ocean Park. The Concept Master Plan received government approval to proceed in December 2005 and syndicated loan financing of HK$5.5 billion was secured in 2006. Ground breaking began in 2006 and the project is estimated to be complete in 2012. Highlighting the growth and evolution of Ocean Park under Mr. Mehrmann’s direction, Forbes.com in 2006 named the park as one of the 10 most popular theme parks in the world based on annual attendance of over 5.0 million guests.

Mr. Mehrmann is serving under the following organizations:
- Advisory Committee Member of the School of Hotel & Tourism Management, Hong Kong Polytechnic University
- Advisory Committee Member of the Hotel & Tourism Management, The Chinese University of Hong Kong
- Committee Member of the Hong Kong General Chamber of Commerce, Hong Kong Coalition of Service Industries, Travel/Tourism Committee
- Member of the Hong Kong Employer’s Federation of Hong Kong
- Member of the American Chamber of Commerce
- Member of the Tourism Orientation Programme Advisory Committee, Hong Kong Tourism Board
- Sector/Subject Specialist for the Hong Kong Council for Academic Accreditation

A graduate of California State University, Fullerton, Tom Mehrmann holds a Bachelor of Science Degree in Psychology. He also completed the Advanced Courses (IAAPA*) in Theme Park Management at Cornell University, Ithaca, New York.

Mr. Eric Chan obtained his Engineering degree from University of London, UK and his MBA degree with distinction from Manchester Business School, UK. His dissertation was on “Strategic Marketing in the deregulating telecommunication industry”. Chan also completed a Senior International Executive program from INSEAD French Business School. Chan is a chartered marketer and a chartered engineer.

Mr. Eric Chan is currently General Manager, Business Development and Planning of Hutchison Telecom, one of the leading Fixed & Mobile Operator and a wholly own subsidiary of Hutchison Whampoa Group. He oversees Business Strategic Planning, Partnership & Alliance development and leads a team to develop new telecommunication products and new business streams such as ICT solutions and other Value Added Services for the company. Chan is a veteran in the telecommunications industry with over twenty years of experience in Engineering, Marketing, Product Management, Business Development and Consultancy. Chan was instrumental in many network service developments in Hong Kong and has masterminded a wide range of strategic projects including trading network and industry-wide platform. Before joining Hutchison Telecom, Mr. Chan held various management positions in the IT & telecom industry, including Vice President of Data and Broadband Services, VP of Pre-sales Consultancy and Bid Management at PCCW.

Mr. Chan is a frequent speaker at international conferences such as Asian IT Expo, ASEAN K-Economy Conference in Brunei, KM Asia Showcase 2002, KM Symposium 2004, Microsoft TechEd and Broadband World Forum in Beijing, etc.. Mr. Chan is a founding member and current Vice Chairman of KMDC, a non-profit learned society to promote knowledge management practice in HK. Chan helped pioneer KM projects for a number of companies as early as 1998, including winning the Asian MAKE award for a fixed line operator. He is a full member of The Institution of Engineering and Technology (IET, former IEE), Hong Kong Institution of Engineers (HKIE) and The Chartered Institute of Marketing. For public services, Mr. Chan serves in the Family First Foundation, a charity organization promoting family values and parenting education, as executive steering committee member. Chan also serves in a number of Advisory Committees in Public Council and Universities.

Mr. So Tat-foon, Assistant Director (Support),
Office of the Telecommunications Authority
Topic: Regulations on Unsolicited Electronic Messages

Mr. So Tat-foon has over 20 years of experience in the field of electronics and telecommunications. He joined the Telecommunications Branch of the Hong Kong Post Office in 1982. He is now the head of the Support Branch of the Office of the Telecommunications Authority, Hong Kong and has responsibilities for corporate and external affairs, satellite regulations, technical standards, and ICT development. He is also responsible for the enforcement of Unsolicited Electronic Messages Ordinance enacted in 2007.

Dr. Ler Leong Tat, Principal Consultant, SIRIM Berhad, Malaysia
Topic: Auditing and Enhancing Service Standard and Productivity
 

Dr. Ler Leong Tat is the principal consultant of SIRIM Berhad, Malaysia. As a Principal Consultant, Dr Ler involves in Training, Consultancy, Auditing and Research in the areas of ISO 14001 environmental Safety and Health management systems/ legal/regulatory requirements, ISO 9001/TS 16949 Quality Management Systems, Total Quality Management, Cleaner Production, Waste Minimization, Reuse and Recycle.

Dr. Ler has over 20 years of experience in auditing, research and consultancy. He has been working with Quality Systems Registration Unit from 1993 to 1995 before joining SIRIM Berhad as the Group Leader /Lead Auditor in auditing ISO quality management systems of manufacturing and service industries. He also worked in Standards Development Unit in 1990 as a secretary to Industrial Standards Committee, Technical Committee and Working Groups.

Dr. Ler is a committee member for ISO/TC 207/SC,Environmental Management System, Environmental Auditing and Eco-Labeling. He is also the Accreditation Assessor of Department of Standards (DSM) for Environmental Management System (Guide 66) and Quality Management System (Guide 62). Dr. Ler received both PhD and MSc from the Cranfield University, U.K. and BSc. From the National University of Malaysia. Dr. Ler also received the Certification in Customer Service Management from Asia Pacific Customer Service Consortium. Dr.Ler is also a member of Institute of Quality Assurance Malaysia, Asian Society for Environmental Protection, Asian Pacific Round-Table for Cleaner Production and Treasurer, Invention and Design Society (MINDS) – (1990-1991)